Performance, importance and user disgruntlement: a six-step method for measuring satisfaction with travel modes.

Stradling, Stephen G, Anable, Jillian and Carreno, Michael (2007) Performance, importance and user disgruntlement: a six-step method for measuring satisfaction with travel modes. Transportation Research Part A Policy and Practice, 41 (1). pp. 98-106. ISSN 0965 8564

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The technique described in this paper builds on work in the customer service literature on the measurement of customer dissatisfaction to develop a new way of combining measures of performance (how well is this aspect of a service being delivered?) and importance (how important is it to you that this aspect is delivered well?) to give a measure labelled here user disgruntlement. This dissatisfaction measure is plotted against importance to provide a graphic representation of which aspects of service are in most urgent need of improvement. Examples are given from three recent studies conducted by the authors, showing how the technique may be used in the transport domain to compare different aspects of a particular service (e.g., user satisfaction with bus interchange), to compare across modes (e.g., user satisfaction with trips to a leisure location by car and bus), or to compare within a mode across population sub-groups (e.g., younger and older able-bodied pedestrians’ satisfaction with a walking environment).

Item Type: Article
Print ISSN: 0965 8564
Uncontrolled Keywords: Customer dissatisfaction; Transport; Travel; Multi-mode; Performance measures; Service importance;
University Divisions/Research Centres: Faculty of Health, Life & Social Sciences > School of Health and Social Sciences
Dewey Decimal Subjects: 300 Social sciences > 300 Social sciences, sociology & anthropology > 303 Social processes
300 Social sciences > 380 Commerce, communications & transportation > 388 Transportation; ground transportation
Library of Congress Subjects: H Social Sciences > HE Transportation and Communications
H Social Sciences > HM Sociology
Item ID: 1925
Depositing User: RAE Import
Date Deposited: 25 Feb 2008 10:05
Last Modified: 19 Feb 2013 14:28

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